Pega for Customer Service

Overview

Deliver Exceptional Service and Optimize Contact Center Operations with Customer Process Manager (CPM)

KEY CHALLENGE:
Customer service executives face the nearly impossible task of delivering a high quality, differentiated customer experience while simultaneously improving customer service representative (CSR) productivity. Traditional CRM solutions present large amounts of data to CSRs with no guidance about how to best treat a customer in a specific situation. Add in inflexible systems, and the result is excessive manual work, generic resolutions, inconsistent treatment across channels and little ability to respond to constant change.

THE SOLUTION:
Pega's contact center desktop solution, Customer Process Manager (CPM), breaks down the barriers created by traditional CRM solutions. With Pega, you can turn your contact center best practices into streamlined processes that will dynamically guide CSR's through every service interaction, automatically adapt service delivery to the channel or device, and enable rapid response to change without the need for any coding.